Question 1

Which one of the following is NOT an example of an intangible component of a restaurant meal?

Accepted Answer

A)  The cleanliness of employees' uniforms
B)  The waiter or waitress taking a customer's order
C)  The availability of credit card payment
D)  Calling a taxi on behalf of the customer to take the customer home
E)  Advice provided by the wine stewardF) A) and B)
G) A) and C)

Question 2

Which of the following is a reason why business demand for services is growing?

Accepted Answer

A)  Companies are outsourcing more tasks to focus on their core business.
B)  Service firms face more and more global competition.
C)  Service science is becoming a legitimate field of study in its own right.
D)  Consumers are routinely using a vast array of services.
E)  Some service purchases involve careful thought and memorable experiences.F) B) and C)
G) A) and E)

Question 3

The service 'performance' can be provided in terms of both tangible and intangible services.

Accepted Answer

A) True 
 B)False

Question 4

Using the example of a medical surgery or a hair salon, discuss the generic differences between goods and services and their marketing implications.

Accepted Answer

Goods and services are two different typ...

Question 5

The services sector represents about what share of Australia's GDP?

Accepted Answer

A)  Less than 10 per cent
B)  About 25 per cent
C)  About half
D)  More than 70 per cent
E)  Almost 100 per centF) A) and E)
G) B) and E)

Question 6

In a visit to a dentist surgery, which of the following would NOT be classed as physical evidence?

Accepted Answer

A)  Healthy plants in the waiting room
B)  Uniforms worn by the dentist and staff
C)  Teeth cleaning, x-rays and filling
D)  Framed university degrees
E)  Business cards listing professional affiliationsF) A) and E)
G) C) and D)

Question 7

Which of the following services could be said to be the most intangible?

Accepted Answer

A)  Airline
B)  Hotel
C)  Consultancy firm
D)  Fast food outlet
E)  Taxi firmF) B) and D)
G) B) and E)

Question 8

Which of the following is NOT a reason for the rapid growth of services?

Accepted Answer

A)  Government deregulation of service industries
B)  Banning advertising and promotional activities for professional services
C)  Privatisation of previously government-controlled services
D)  The emergence of a global middle class demanding more and better services
E)  Professional services and franchises competing globallyF) C) and E)
G) A) and B)

Question 9

In a service delivery system, customers are typically exposed to service people, equipment, other customers, and ______________.

Accepted Answer

A)  the technical core
B)  interior and exterior facilities
C)  the backstage
D)  the human resource function
E)  advertisingF) B) and D)
G) C) and D)

Question 10

The _________ a product or service is to __________ in advance of purchase and use, the greater the __________ for the customer.

Accepted Answer

A)  harder; evaluate; experience value
B)  easier; evaluate; perceived risk
C)  easier; pay for; enjoyment; increase
D)  more difficult; understand; time risk
E)  harder; evaluate; perceived riskF) A) and C)
G) B) and D)

Question 11

The phrase 'mentally intangible' means that it is difficult for the customer to visualise the experience in advance.

Accepted Answer

A) True 
 B)False

Question 12

As service delivery systems rely more heavily on information technology and self-service, the __________ component of the service operations system is shrinking and the service itself is moving from higher to lower levels of __________.

Accepted Answer

A)  visible; contact
B)  invisible; experience
C)  visible; satisfaction
D)  invisible; cost effectiveness
E)  visible; cost effectivenessF) B) and D)
G) A) and D)

Question 13

Which of the following mental-stimulus processes are not able to be transmitted to customers in distant locations?

Accepted Answer

A)  Music
B)  Teaching
C)  Religious service
D)  Training
E)  None of the aboveF) D) and E)
G) C) and D)

Question 14

Lovelock (2015)  suggests service processes can be classified based on which of the following?

Accepted Answer

A)  Whether the activity is directed at people or their possessions
B)  Whether the activity is tangible or intangible
C)  Whether the individual involved is part of the target segment
D)  b and c
E)  a and bF) B) and D)
G) A) and D)

Question 15

Intangible elements usually dominate value creation.

Accepted Answer

A) True 
 B)False

Question 16

Using the examples of a retail furniture store, a hotel and a business consultancy, explain why services are more difficult for customers to evaluate.

Accepted Answer

Services are more difficult for customer...

Question 17

Services can be classified according to whether they are customised or standardised.

Accepted Answer

A) True 
 B)False

Question 18

Bitner, Booms and Tetreault suggest seven Ps of service by adding which of the following into the traditional four Ps?

Accepted Answer

A)  People, physical evidence and process
B)  Physical evidence, place and price
C)  Packaging, product and price
D)  Process, practicality and presence
E)  Price, promotion and placeF) C) and E)
G) None of the above

Question 19

Increasingly, services that have previously been the domain of government are being deregulated and privatised.What effect has this had on the need for marketing within these organisations?

Accepted Answer

The deregulation and privatization of go...

Question 20

The acronym 'SST' stands for self-service technology.

Accepted Answer

A) True 
 B)False

Exam 1: Marketing in the service economy

Which of the following is NOT a reason for the rapid growth of services?

Correct AnswerverifiedShow Answer

The service 'performance' can be provided in terms of both tangible and intangible services.

Correct AnswerverifiedShow Answer

As service delivery systems rely more heavily on information technology and self-service, the __________ component of the service operations system is shrinking and the service itself is moving from higher to lower levels of __________.

Correct AnswerverifiedShow Answer

The acronym 'SST' stands for self-service technology.

Correct AnswerverifiedShow Answer

Bitner, Booms and Tetreault suggest seven Ps of service by adding which of the following into the traditional four Ps?

Correct AnswerverifiedShow Answer

The services sector represents about what share of Australia's GDP?

Correct AnswerverifiedShow Answer

The _________ a product or service is to __________ in advance of purchase and use, the greater the __________ for the customer.

Correct AnswerverifiedShow Answer

The phrase 'mentally intangible' means that it is difficult for the customer to visualise the experience in advance.

Correct AnswerverifiedShow Answer

In a visit to a dentist surgery, which of the following would NOT be classed as physical evidence?

Correct AnswerverifiedShow Answer

Which of the following services could be said to be the most intangible?

Correct AnswerverifiedShow Answer

Which of the following mental-stimulus processes are not able to be transmitted to customers in distant locations?

Correct AnswerverifiedShow Answer

Using the examples of a retail furniture store, a hotel and a business consultancy, explain why services are more difficult for customers to evaluate.

Correct AnswerAnswered by ExamLex AIServices are more difficult for customer...View AnswerShow Answer

Intangible elements usually dominate value creation.

Correct AnswerverifiedShow Answer

Which of the following is a reason why business demand for services is growing?

Correct AnswerverifiedShow Answer

Which one of the following is NOT an example of an intangible component of a restaurant meal?

Correct AnswerverifiedShow Answer

In a service delivery system, customers are typically exposed to service people, equipment, other customers, and ______________.

Correct AnswerverifiedShow Answer

Increasingly, services that have previously been the domain of government are being deregulated and privatised.What effect has this had on the need for marketing within these organisations?

Correct AnswerAnswered by ExamLex AIThe deregulation and privatization of go...View AnswerShow Answer

Services can be classified according to whether they are customised or standardised.

Correct AnswerverifiedShow Answer

Using the example of a medical surgery or a hair salon, discuss the generic differences between goods and services and their marketing implications.

Correct AnswerAnswered by ExamLex AIGoods and services are two different typ...View AnswerShow Answer

Lovelock (2015) suggests service processes can be classified based on which of the following?

Correct AnswerverifiedShow Answer

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As service delivery systems rely more heavily on information technology and self-service, the component of the service operations system is shrinking and the service itself is moving from higher to lower levels of .

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The _ a product or service is to in advance of purchase and use, the greater the ____ for the customer.

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Answered by ExamLex AI
Services are more difficult for customer...
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Correct Answer
Answered by ExamLex AI
The deregulation and privatization of go...
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Correct Answer
Answered by ExamLex AI
Goods and services are two different typ...
View Answer

Correct Answer
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